Global Technical Support Engineer

Company: Kforce Technology
Location: Nashville
Posted on: September 19, 2023

Job Description:

Kforce is immediately adding a full-time Global Technical Support Engineer in support of our industry leading technology development client in Nashville, TN. Our client is seeking candidates who are driven to make positive changes to the way people live and work by creating breakthrough technology solutions.

Responsibilities:

• The Global Technical Support Engineer will receive and log all incidents related to provided Hardware and Software; This includes direct receipt of machine created alerts, especially for Synergy platform for which we cannot use automated case logging with Synergy Remote Support tool
  
• Ensure that all relevant information related to an incident, including the forwarding of raw events into the company's event management systems to allow the company to respond in an appropriate manner, is provided to the service desk or other authorized users for entry into the Incident Management System
  
• Assist in implementing resolution for incidents arising from or related to provided hardware and software, including break/fix hardware and software support
  
• Escalate an incident where the incident cannot be resolved within the relevant service levels or agreed timeframe
  
• The Global Technical Support Engineer will track and report the progress of resolution efforts and the status of all incidents, including: review the proposed resolution time for each incident with the appropriate party and update the status accordingly
  
• Keep authorized users, support organization and management informed of changes in incident status throughout the incident lifecycle
  
• Assist the company and team with Change Management Process
  
• Communicate the Change Management Process to those within the own organization who participate in planning and implementing Supplier's responsibilities for Change related to the Services
  
• As a Global Technical Support Engineer, you will maintain compliance with Change Management policies
  

Keywords: Kforce Technology, Nashville , Global Technical Support Engineer, IT / Software / Systems , Nashville, Tennessee